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tarbat
Aspiring Expert
111 Views
Message 11 of 15

Re: Throughput or Sync issue?


If you haven’t arranged this call out with the specialist FTTP team,  but the ordinary customer service reps, I would consider cancelling the visit

I haven't arranged anything, it's BT's speed test page that said there's a fault and raised the fault log. I presumed BT would be coming out to fix it, not Openreach.

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Sage
Sage
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Message 12 of 15

Re: Throughput or Sync issue?

Who at BT would attend to fix it?  BT don't have any engineers, they are a retail ISP. They don't own any of the infrastructure equipment.

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iniltous
Recognised Expert
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Message 13 of 15

Re: Throughput or Sync issue?

As already stated ‘BT’ don’t have staff that visit your home, plus the report states a fault outside your home , so the only group that may visit is Openreach
Interesting the screen grab shows an ONT number which suggests the wholesale system knows it’s a FTTP installation, but what possible problem ‘outside’ could it be ?, if you have a working service .

Anyway, a crumb of comfort , if you didn’t raise the fault, it’s outside your home and you were never asked to accept the potential for charging if the problem turned out to be on something OR are not responsible for, then charges shouldn’t follow, and would be easily challenged if they were, I doubt that whatever the issue is , can be sorted by an engineer looking for ‘fault’ outside your home though

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tarbat
Aspiring Expert
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Message 14 of 15

Re: Throughput or Sync issue?

Okay, understood. It's just that when BT said "we'll fix it", I assumed that the "we" was BT.

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tarbat
Aspiring Expert
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Message 15 of 15

Re: Throughput or Sync issue?

So Openreach engineer attended, no fault found. What could be causing this problem if it's not an Openreach fault?

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